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Wild Jackpots – Casino voided my withdrawal

Ruling

Found for the Player - Wild Jackpots have designed their site in such a way that player could be unaware of breaking the rule yet insist on enforcing them.

Read our Wild Jackpots Casino Review.

Player's Complaint

This happened nearly a month ago. I made my first deposit to the Wild Jackpots casino with 100% bonus. I started playing a game called Reactoonz and after i had played for a while i realized that the wagering hadn't started. I didn't know reason for that because the name of the game isn't mentioned on the t&c.

Then I went to their chat to ask what was going on. They told me that Reactoonz is a 0% contribution game. Then we discussed what to do now and the representative told me not to worry and I would be Able to make withdrawals after the wagering was completed.

I cleared the wagering and withdrawed 1250€ and continued playing for a while and managed to make another withdrawal of 1900€.

A few days passed and they paid me the first one, 1250€. Then after a week i recieved an e-mail which said that 190€ was voided because I had broken bonus terms for playing a 0% contribution game. I responded to that mail that the chat representative told me that everything was alright, they already paid me the first withdrawl and the name of the game isn't mentioned in t&c. I haven't recieved recieved any response to that mail and the chat tells me that the payments department will answer asap.

Is there something you could do about this matter?

Read the casino review

4 Responses

ThePOGG
Mar 14, 2019

Hi pumu - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

pumu
Mar 24, 2019

Hello! I was just wondering that have you been able to contact The operator yet?

ThePOGG
Apr 05, 2019

Hi puma,

I've discussed this issue at length with Wild Jackpots.

The game that you chose to play - Reactoonz - is listed in the 'Arcade' section of the site. Bonus terms and conditions do make clear that Arcade games are restricted.

However, having reviewed the operator's site, a large number of the games in the Arcade section of the Wild Jackpots site are not immediately recognisable as different to slots games. They include some of the most popular online slots today and would be described by their providers as "slot" games. Further to this given that the site offers a search facility that allows users to find games without going to the section of the site that they are housed within, it is perfectly reasonable to conclude that players may be aware of the prohibition on Arcade games but not aware the game they selected was found in the Arcade section.

The operator's only response to this has been that they will bear this in mind for future reference, but as their terms have been broken they will not pay out. We entirely disagree with this position but have no further leverage with which to encourage the operator to act in the correct and fair fashion.

At this juncture all we can do is recommend that you contact the Malta Gaming Authority. Wild Jackpots should have had an ADR service in place by April 1st but as they do not provide any information on their site perhaps the regulator can tell you where to escalate this issue to.

Sorry we could not be of further help.

ThePOGG

pumu
Apr 07, 2019

Ok, I really appreciate your efforts, however I still think that my treatment hasn't been fair and I will contact Mga and see if there is something they can do about this case.

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Agreement

pumu consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • 10Bet
  • United Kingdom Gambling Commission
  • Blue Star Planet Ltd

March 11, 2019

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